03/09/26

                                 RETENTIONS

1 trac♥

CID: a5594aad-616e-4b9b-a32c-516d44543c16 Account number: 543532502 Identity of the chatter: AH Name of the chatter: MR CHRIS HOWARD DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 08:24:38 Contact number update status: Updated Email address status: Verified CJM :N/A WO: 70762503 QUERY : I need to discuss renewal or cancellation of my expiring contract RESOLUTION: The customer requested a broadband renewal quote. The agent offered multiple packages, with the final agreed option being the Entertainment Dual package at £31.00 per month on a 24-month contract, including broadband speeds of 516 Mbps, TV services, three Wi-Fi pods, Amazon Prime Video, and Disney+, with the customer keeping their existing mobile contract. The agent sent contract documentation via email and SMS, which the customer confirmed receiving. The order was completed with a work order number provided. The contract was confirmed to activate on a specified date with no service disruption. A confirmation email was committed to be sent within a couple of hours. BE:
Bill Billing Due
Amount Run Date Date
19.70- 12/09/26 30/09/26
31.00 13/10/26 30/10/26

Agent ID: C1443422 Agent Name: BIEN CARALINAN Package Details: Entertainment Dual (v 02.26) Services Included: Volt 500 (350-500) Broadband, Mega TV 3 Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 Date the Package takes effect: 04/09/2026 The full price of the bundle: 120.0 Discounted price of Bundle: 31.0 Full price of Bundle after price rise: Any TLDs: RIV: £81 off for 24mA and 24mCTE-End 23/08/2028 Any One off charges: 0.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2501108 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: L151DC8 37 BB Add: L161DB4,NFNWENR,SEGREDA 37 BB OTC: 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

2 TRAC♥

CID: 796aaa51-f862-442c-a930-36e23c4c8693 Account number: 682847701 Identity of the chatter: AH Name of the chatter: MR MIGUEL FERNANDEZ DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 09:55:22 Contact number update status: Verified Email address status: Updated CJM :N/A WO: N/A QUERY : I recently switched my broadband service from Virgin Media to Sky. My Sky service was activated on 1st of September, and I understood that my Virgin Media service should have been disconnected at that point. However, my Virgin Media service is still active. Could you please check why it has not been RESOLUTION: Customer closed the chat. The customer reported that their Virgin Media broadband service remained active after switching to Sky on 1 September and requested clarification on the disconnection status. The agent confirmed contact details and conducted security checks. The agent provided information about the disconnection date and advised that an email with disconnection details and next steps would be sent, directing the customer to the Virgin Media help website for further queries. BE: N/A

3 trac♥

CID: 86802279-8daa-4684-b4be-aa4801c2c201 Account number: 831170502 Identity of the chatter: AH Name of the chatter: MR RICHARD IRVING DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 10:29:07 Contact number update status: Verified Email address status: Verified CJM :N/A WO: N/A QUERY : what are the offers to renew RESOLUTION: Customer idle in offer, The agent gathered information about the customer's household viewing habits, device usage, and existing services. The customer indicated they watch a mix of content, require Sky Sports and TNT Sports, use 4 devices, and have existing O2 accounts. The agent presented a broadband and TV upgrade package including Gig1 ultrafast broadband, a Sport bundle with multiple channels including Sky Sports HD and TNT Sports, Netflix, unlimited weekend calls, and an O2 SIM with additional benefits for £100.12 monthly on a 24-month contract. The customer did not respond to the offer, and the agent ended the session. BE: N/A

4 trac♥

CID: d63364b1-a6e6-4ed0-a657-5575ef21ba50 Account number: 05710708 Identity of the chatter: AH Name of the chatter: MRS FRANCES STEVENS DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 10:33:08 Contact number update status: Verified Email address status: Verified CJM :N/A WO: 70362391 QUERY : overcharged ,not happy with service RESOLUTION: The customer contacted regarding service renewal and was presented with two contract options. After discussing pricing and available plans, the customer selected the £47.00 monthly option comprising broadband and television services plus an O2 SIM. The agent sent contract documentation via email and SMS, which the customer confirmed receiving. The customer authorised proceeding with the new contract. The agent processed the O2 SIM order, collected residency information, confirmed mobile coverage, and established a Direct Debit arrangement for the O2 SIM charges using provided banking details. The agent provided an order number and work order reference. The customer declined participation in a referral programme. The agent confirmed SIM delivery within three working days and provided access to support resources. BE: Bill Billing Due
Amount Run Date Date
19.59 1/10/26 22/10/26
42.00 3/11/26 23/11/26

Order 6177134930938495012 successfully submitted ✓ Volt Sim Only Plan Handset 24 month 9 Airtime Plan #614011320 | 2GB Classic, Unlimited UK Minutes, Unlimited UK Texts: Regular Phone Number: 07935975168 is assigned successfully

Agent ID: C1443422 Agent Name: BIEN CARALINAN Package Details: Entertainment Dual (v 02.26) Services Included: Volt 500 (350-500) Broadband, Mega TV 3 Add Ons: O2 FULL Tracker Entertainment Services: New Contract Broadband: 24 New Contract TV: 24 Date the Package takes effect: 04/09/2026 The full price of the bundle: 120.0 Discounted price of Bundle: 42.0 Full price of Bundle after price rise: Any TLDs: RIV: £70 off for 24mA and 24mCTE-End 23/08/2028 Any One off charges: 5.0 Number of Additional Outlets: 0 Additional Discounts: Agent Exclusive Discounts: Discover Negotiator: In Retentions Package Change SIM Package: BB Speed: Volt 500 (350-500) Broadband Home Phone Talk Plan: TV Package:

ICOMS Codes:
35 Campaign Add: YR2501097 36 TV Remove: 36 TV Add: 36 TV OTC: 37 BB Remove: H352XXU,L151DC8 37 BB Add: HV500M,L161DB4,NFNWENR,SEGREDA,VFTRKD1 37 BB OTC: HVDUM21 38 TEL Remove: 38 TEL Add: 38 TEL OTC:

Stream Subscription: ADD: REMOVE:

5 trac♥

CID: f5d56397-44b8-4ebf-a392-31b0212b0ff5 Account number: 484687704 Identity of the chatter: AH Name of the chatter: Paige Cherry DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 11:32:01 Contact number update status: Updated Email address status: Verified CJM :N/A WO: N/A QUERY : Sky cheaper and give gift card RESOLUTION: The customer requested cancellation of Virgin Media services. The agent presented two pricing options: £24.00 monthly for 132 Mbps broadband, and £29.00 monthly with O2 SIM for enhanced speeds. The customer declined and requested either £25 monthly with a £140 gift card or cancellation. The agent confirmed gift cards are unavailable but offered best available discounts. The customer chose to proceed with cancellation using One Touch Switch, where the new provider will initiate the switch. The agent confirmed the final bill will include only service charges with applicable credits refunded within 45 days, email access retained for 90 days post-closure, and provided equipment recycling information and support contact details. BE: N/A

Agent ID: C1443422 Agent Name: BIEN CARALINAN Change Effective From Date: 03/10/2026 Discover Negotiator – Disconnection booked

6 trac♥

CID: 5ddca1ba-45e1-47df-8107-6acdb20fd8ba Account number: 512406301 Identity of the chatter: AH Name of the chatter: Mrs Mandy Lawton DPA STATUS: PASSED DPA TIME STAMP: IDLE IN INTRO Contact number update status: Verified/Updated Email address status: Verified/Updated CJM :N/A WO: N/A QUERY : Out of contract going to move companies as found cheaper deal RESOLUTION:CUSTOMER ENT IDLE IN SECURITY CHECKS AND INTRO The customer indicated they did not want to proceed with a change due to cost concerns. The agent initiated a security verification process but did not receive a response from the customer. After multiple check-in attempts with no reply, the agent ended the chat session and requested the customer complete a feedback survey. BE: N/A

                                            MOVERS

1 TRAC♥

CONTACT ID: a9c4749a-f14a-4813-b3fd-3c45551e8120 Identity of the chatter: AH ACCOUNT NUMBER 727998301 Name of the chatter: MR KEVIN FARRELLY DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 09:13:20 Contact Number Update Status: Verified Email address Status: Verified CJM: N/A WO: N/A QUERY: Im moving house on Friday and I want to take my full package with me and have it installed ASAP RESOLUTION: Customer idle in intro// The customer sought assistance with transferring their full service package to a new address in connection with a house move scheduled for Friday, requesting installation as soon as possible. The agent confirmed understanding of the transfer request and initiated address verification. The conversation was not completed as the customer became unresponsive; the agent ended the session and invited the customer to reconnect later for continued support. NEW ADDRESS: 11 M35 9XE

2 TRAC♥

CONTACT ID: 7a5d5f25-cce6-42d3-a008-b59d86971fda Identity of the chatter: AH ACCOUNT NUMBER 739673902 Name of the chatter: MR CHRIS SPILLAR DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 13:12:26 Contact Number Update Status: Verified Email address Status: Verified CJM: N/A Old address WO: 24188159 New address WO: 24188212 QUERY: Moving house RESOLUTION: The customer arranged a house move with service activation on 11 September and disconnection on 10 September. The agent confirmed the new address was serviceable and eligible for self-install. The customer initially selected a package at £33.00 per month but requested WiFi coverage for an outbuilding. The agent recommended upgrading to a package at £38.00 per month (including O2 SIM) which provided up to three free WiFi pods. The customer agreed. Contract documents were sent via SMS. The customer later expressed concern about separate O2 billing but agreed to proceed. The customer retained their existing package (Mixit TV, M250 +broadband, Weekend Chatter phone services). A one-off £20 movers fee applies. The first bill at the new address will be £107.46 (after applying an account credit of £23.24), due on 5 October. OLD ACCOUNT #: 7396739-02 OLD ADDRESS: 19 ESCOMBE ROAD
BISHOPSTOKE
EASTLEIGH SO50 6FG NEW ACCOUNT #: 602699607 NEW ADDRESS: 37 HILLCREST AVENUE CHANDLER'S FORD
EASTLEIGH SO53 2JR DISCO DATE: 10/09/26 INSTALL DATE: 11/09/26 CONTRACT: 23 MONTHS 3 DAYS 05/08/2028 BE:
OLD Bill Billing Due Amount Run Date Date 23.24- 10/09/26 1/10/26 NEW Bill Billing Due
Amount Run Date Date
130.70 15/09/26 5/10/26
81.00 15/10/26 4/11/26
DISCO REASON: CM

Contract Supression Form' form has been submitted and the Reference Id is 108272_596212

'Recurring Credit Request Form' form has been submitted and the Reference Id is 122892_337006

3 TRAC♥

CONTACT ID: 7b7df336-52b2-4a3e-b06e-4587062e4bcc Identity of the chatter: AH ACCOUNT NUMBER 011210806 Name of the chatter: MRS EMMA EYRE DPA STATUS: PASSED DPA TIME STAMP: Contact Number Update Status: Verified Email address Status: Verified CJM: N/A WO: 26212181 QUERY: you dont supply services at my new address RESOLUTION: The customer requested cancellation of their Virgin Media account due to relocation to a non-serviceable area. The agent scheduled disconnection and explained an early termination fee of £811.55 applies but can be waived upon providing proof of the new address within 28 days using accepted documentation (bank statement, mortgage document, rental agreement, driving licence, insurance documentation, or utility bill). Documents can be submitted electronically or by post. The actual early termination fee is £628.48. A bill of £52.00 will be generated and collected via Direct Debit, with a final bill of £623.28 due later. The customer will retain email access for 90 days post-closure and will receive prepaid equipment return packaging within 10 days of disconnection, with a potential £110.00 charge for unreturned equipment. Any linked O2 SIM will remain unchanged. DISCO DATE: 03/10/26 BE: Bill Billing Due Amount Run Date Date 623.28 17/09/26 12/10/26 DISCO REASON: MM-NON SERVE

4 TRAC♥

CONTACT ID: d5126b28-7614-4a93-8225-4ad9e743d79b Identity of the chatter: AH ACCOUNT NUMBER 830257202 Name of the chatter: MR NICK BAGNALL DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 15:55:27 Contact Number Update Status: Verified Email address Status: Verified CJM: N/A WO: N/A QUERY: House move no changes RESOLUTION: The customer requested assistance with moving house and transferring their service to a new property. The customer clarified they were not cancelling but relocating after recently starting a new contract. The agent confirmed the customer's new address and moving date, and established the property would be occupied by the customer and their spouse only. The agent identified an active service at the new address under a different customer and proposed contacting that customer to arrange disconnection, or submitting a form for automatic disconnection on the moving day. The customer approved proceeding. The agent confirmed the customer would be contacted via text message with next steps once the current customer's status was resolved, and that if approved, the agent would assist with the home move process. NEW ADDRESS: 58 nit bush lane Tq26sd FILED A GONE AWAY FORM Your form details have been processed successfully!

Acct Nbr 826063403
MR JAMES PAGE
58 NUT BUSH LANE
TORQUAY TQ2 6SD PAGEPLUMBINGANDGAS@GMAIL.COM

7704056886

5 trac♥

CONTACT ID: 83d80cda-c3ff-40ba-8147-45272b389a30 Identity of the chatter: AH ACCOUNT NUMBER 668691801 Name of the chatter: MISS TAYAH MYERS DPA STATUS: PASSED DPA TIME STAMP: 03-09-26 16:26:33 Contact Number Update Status: Verified Email address Status: Verified CJM: N/A WO: N/A QUERY: Found a better provider RESOLUTION: The customer requested to cancel their services. The agent explained that a 14-day cooling-off period applies after contract commencement, with an early termination fee of £586.00 applicable thereafter. The customer questioned whether Ofcom regulations permitted a 30-day cancellation window. The agent provided contract documentation outlining the 14-day cooling-off period and early disconnection fee terms. The customer expressed hesitation about incurring the termination fee and did not confirm a final decision before the chat session ended due to prolonged inactivity.